Senior Strategic Customer Success Manager

Responsibilities

• Own the end-to-end success for a book of Loom customers, responsible for revenue retention, growth, and customer happiness metrics. Within this overarching goal, you will:
• Establish close alignment with your customers around their goals and priorities, and proactively plan and manage the customer relationship to achieve their target outcomes regarding license adoption and Loom usage;
• Cultivate your knowledge about our customers’ organizations, focusing on what matters for executive stakeholders, IT stakeholders, and end users, while informing and improving our customers' workflows;
• Serve as a representative of Loom to our customers, conveying our strategic and product direction, and sharing how this direction will contribute to our customers’ collaboration goals;
• Serve as a representative of our customers back to Loom's cross-functional teams, advocating on their behalf to ensure we’re working in the best interests of our customers;
• Use customer usage metrics to find opportunities to deepen Loom's footprint and impact with our customers; and,
• Proactively plan for and lead customer renewal conversations.
• Contribute to the development of the Customer Success team by bringing strong team-orientation, finding opportunities to share knowledge and best practices, and participating in hiring as needed to fuel the team’s expansion.
• Operate in a fast-paced environment, juggling the priorities of multiple internal and external parties.

What We're Looking For

• You thrive when delighting customers, eager to exceed their goals and expectations.
• You have excellent, thoughtful written and verbal communication skills. Effective communication is one of your superpowers.
• You take immense pride in your work, and approach even little tasks with craftsmanship and care. You sweat the details.
• You have strong commercial orientation and experience owning aggressive Net Dollar Retention targets.
• You have an entrepreneur’s mindset and take complete ownership of your book of business and its path to growth. What you put in is what you get out.
• You’re proactive. No challenge is too large for you to tackle it and see it through to completion.
• You’re consultative in nature, with a high degree of empathy to identify and understand customer pains, goals, and opportunities.
• You’re quick to identify opportunities for your customers, and can lead the strategic and commercial conversations to drive the opportunities to close.
• You advocate for your customers, and want to help shape our products and services in an effort to positively impact your customers.
• You have 5+ years of experience in customer-facing roles, with SaaS and working with internal teams and customer stakeholders to understand their goals and needs, and delivering insights to benefit customers.
• You’re excited to pursue revenue retention and customer health targets that will fuel Loom's growth.
• You have a penchant for working in fast-paced, start-up environments.